Assistant Guest Services Manager (Shipboard)

Assistant Guest Services Manager (Shipboard)Department: Guest Services

Employment Type: Fixed Term Contract

Reporting To: Guest Services Manager

Description

The Assistant Guest Services Manager supports the Guest Services Manager in ensuring the sustainable delivery of brand culture within the Guest Services Department. Assists in ensuring the Guest Services team onboard deliver the highest quality of guest service and assistance to all guests. Ensures sustainable leadership of onboard Guest Services from both a technical perspective and through daily guest engagement and personalization of the onboard experience. Supports the successful execution of the guest resolution experience onboard and the timely action in all guest issue resolution with all functional departments.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.Essential Duties

Provides guests with the highest level of guest experience, demonstrating genuine concern for guest’s well-being and expectations at all times. Coordinates, organizes and supervises the Guest Services operation to the level expected from The Ritz-Carlton. Oversees the Guest Services Team to ensure maximum guest experience and anticipation; Emphasizes the importance of guest engagement with the team, leading by example and with a highly visible presence throughout the yacht. Supports the smooth running of the Guest Services operation, ensuring immediate action to all guest requests and concerns. Demonstrates genuine care and hospitality in all guest interactions.; Supports the development and delivery of all Guest Services training. Partners with Guest Services Manager and the Human Resources Manager onboard to organize and deliver all training curriculum for the Guest Services Department. Supervises the schedule and training of the Night Reception responsibilities. Ensures all Ritz-Carlton Brand Standards are evident throughout all aspects of training; Assists with all relevant reports, identifying and suggesting ways to improve Guest Services and increase guest satisfaction.; Supports the planning and coordination for all boarding and departure procedures in collaboration with the Destination Experience Manager for all transport arrangements, Financial Controller for all shoreside requirements and the General Manager for the appropriate manning required for each experience; May be requested to support operational translation services ;

People Management

Model and hold others accountable for promoting the Gold Standards, respect and fair treatment; Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines; Sets the department’s expectations for desired behavior, knowledge and skill levels; Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included; Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization; Supports the Guest Services Manager in delivering all training for the Guest Services Department; Ensures maximum focus on development of all Guest Services Ladies and Gentlemen; Ensures the department adheres to, monitors and enforces the grooming standards according to brand standards and expectations; Qualifications

Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position; Bachelor’s Degree in hospitality, with a minimum of two (2) years supervisory experience, in a similar role, at a luxury cruise or luxury hotel property is required.; Knowledge of Property Management Software Systems such as Fidelio, Opera and / or MXP preferred. Understanding of rooms software and housekeeping systems; Experience in supporting immigration and vessel clearance procedures for the luxury cruise market; Exposure to Guest Engagement programs; Understanding of Customer Experience Platforms such as Medallia, Qualtrics with an understanding of guest trend analysis to drive root cause resolution;

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.; All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.; All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.;